Connectel + Freshdesk

Integrate a world class ticketing system into a world class phone system.

cec freshdesk integration

How the integration will work

Freshdesk integration is used to automatically open a ticket for every call depending on the conditions. The conditions (Queue, Call status or Outbound) will be set in the trigger. The ticket will be populated with information about the call and displayed for the agent in the Freshdesk environment.

The following are list of things you have to do to make the integration work:

  1. Create Freshdesk account
  2. After that create a configuration for the account
  3. Then create a trigger (Tools → Triggers), set the conditions you want to trigger the integration. Add actions for the integration by selecting Freshdesk integration. After that the account you have configured and the configuration you want to use.
  4. Login agent in Freshdesk and Motion

Every time there is an outgoing/incoming call, the trigger conditions are checked and a Freshdesk ticket is created. That ticket will be assigned to the agent managing the call if the conditions are met.